Speech Analytics API returning empty transcript for completed voice calls

NICE CXone API & Integrations
1

I’m trying to pull the full transcript for a specific conversation using the Genesys Cloud Analytics API. The call is done, status is completed, and I can see the transcript in the UI without issues.

I’m hitting the endpoint GET /api/v2/analytics/conversations/details/query with a filter for the conversation ID. The request returns a 200 OK, but the transcript field in the response payload is empty. Here’s the JSON I’m getting back:

{
 "results": [
 {
 "conversationId": "abc-123-def",
 "transcript": []
 }
 ]
}

I’ve checked the following:

  • The conversation has speech-to-text enabled in the settings.
  • The analytics scope is included in my OAuth token.
  • I waited over 10 minutes after the call ended to allow for cessing.
  • Tried passing transcript=true as a query param, no change.

Is there a delay I’m missing, or am I calling the wrong endpoint? The docs are vague on when the transcript actually populates in the API response versus the UI.